servicenow-mcp-agent 0.4.0

Claude-powered agent that manages ServiceNow incidents using MCP and AWS Bedrock

ServiceNow MCP Agent

Claude-powered ITSM agent that manages ServiceNow from natural language using MCP and AWS Bedrock.

Manage incidents, search the Knowledge Base for existing solutions, and handle Change Requests -- all through a conversational interface powered by Claude.

Architecture

User Input (natural language)
       |
       v
  agent.py (agentic loop)
       |
       v
  Claude via AWS Bedrock
       |  (tool calls)
       v
  MCP Protocol (stdio)
       |
       v
  server.py (12 tools)
       |  (HTTP GET / POST / PATCH)
       v
  ServiceNow REST API
       |
       v
  Incidents / KB Articles / Change Requests

agent.py -- Orchestrates the conversation loop. Sends user messages to Claude, executes tool calls via MCP, and returns results back to Claude until the task is complete.

server.py -- An MCP server that exposes twelve ITSM tools. Handles authentication and communication with the ServiceNow Table API.

Tools

Incident Management

Tool	Description
create_incident	Create a new incident from a natural language description
get_incident	Look up a single incident by number (e.g. INC0010054)
search_incidents	Search incidents by state, impact, category, assignment group, etc.
update_incident	Update fields on an existing incident (impact, urgency, assignment, etc.)
add_comment	Add a customer-visible comment or internal work note
resolve_incident	Resolve an incident with a close code and resolution notes

Knowledge Base

Tool	Description
search_knowledge_base	Search KB articles by keyword to find existing solutions
get_kb_article	Retrieve a full KB article by number (e.g. KB0000001)

Change Management

Tool	Description
create_change_request	Create a Standard, Normal, or Emergency change request
get_change_request	Look up a change request by number (e.g. CHG0000001)
search_change_requests	Search change requests by state, type, risk, etc.
update_change_request	Update fields on an existing change request

Prerequisites

• Python 3.10+
• AWS CLI configured with a profile that has access to Amazon Bedrock
• A ServiceNow instance with REST API access (a developer instance works)

Installation

Option A: Install with pip

pip install servicenow-mcp-agent

Option B: Install from source

git clone https://github.com/Slalom-Consulting/servicenow-mcp-agent.git
cd servicenow-mcp-agent
pip install .

For development (editable install):

pip install -e .

Configure environment variables

Copy the example file and fill in your credentials:

cp .env.example .env

Edit .env:

SERVICENOW_INSTANCE_URL=https://your-instance.service-now.com
SERVICENOW_USERNAME=your-username
SERVICENOW_PASSWORD=your-password
AWS_REGION=us-east-1
AWS_PROFILE=default

Seed sample data (optional)

To populate your ServiceNow instance with sample KB articles and Change Requests for testing:

python scripts/seed_sample_data.py

This creates 5 Knowledge Base articles (VPN, password reset, software requests, Outlook sync, printer troubleshooting) and 5 Change Requests (database upgrade, SSO deployment, security patching, email migration, firewall rules).

Usage

servicenow-mcp-agent

Or run directly with Python:

python -m servicenow_mcp_agent.agent

Search the Knowledge Base

You: My VPN isn't connecting

Assistant: I found a KB article that may help:
  [KB0000001] How to reset your VPN connection
  Steps: Close the VPN client, run ipconfig /flushdns, restart the client...

  Would you like to try these steps, or should I create an incident?

Create an incident

You: Salesforce is having issues with Authentication. Can someone look into it

Assistant: Your incident has been created successfully!
  Incident Number:   INC0010054
  Short Description: Authentication issues with Salesforce
  Category:          Software
  Impact:            2 - Medium
  Urgency:           2 - Medium
  Priority:          3 - Moderate
  State:             New

Look up an incident

You: What's the status of INC0010054?

Assistant: INC0010054 is currently in New state, Priority 3 - Moderate...

Search incidents

You: Show me all open high-priority software incidents

Assistant: Found 4 incident(s):
  [INC0000015] I can't launch my VPN client since the last software update
    State: 2 | Priority: 1 | Category: Software
  ...

Add a work note

You: Add a work note to INC0010054: Root cause identified - SSO certificate expired

Assistant: Work note added to incident INC0010054 successfully!

Update an incident

You: Escalate INC0010054 to high urgency

Assistant: Incident INC0010054 updated successfully!
  Urgency: 1 - High

Resolve an incident

You: Resolve INC0010054. The fix was renewing the SSO certificate.

Assistant: Incident INC0010054 resolved successfully!
  State:        Resolved (6)
  Close Code:   Solution provided
  Close Notes:  Resolved by renewing the SSO certificate.

Create a Change Request

You: We need to upgrade the production database from Postgres 14 to 16

Assistant: Change Request created successfully!
  Number:  CHG0000001
  Type:    Normal
  Risk:    High
  Impact:  1 - High
  State:   New

Search Change Requests

You: Show me all high-risk change requests

Assistant: Found 2 change request(s):
  [CHG0000001] Upgrade production database from PostgreSQL 14 to 16
    Type: Normal | State: New | Risk: High | Approval: Not Yet Requested

Type quit or exit to end the session.

HTTP/SSE Server (for remote MCP clients)

The MCP server can also run as an HTTP service so remote clients (Salesforce Agentforce, Slack bots, etc.) can connect over the network:

servicenow-mcp-server-http

This starts an HTTP/SSE server on port 8000 with three endpoints:

Endpoint	Method	Description
/health	GET	Health check for load balancers
/sse	GET	SSE stream for MCP client connections
/messages/	POST	MCP message endpoint (session-based)

Authentication

Set MCP_API_KEY in your .env file. Clients must send it as a Bearer token:

Authorization: Bearer your-secret-api-key

Deploy to AWS

A Dockerfile and ECS Fargate deployment script are included:

# Build and deploy to AWS ECS
cd deploy
./deploy.sh

Secrets (ServiceNow credentials, MCP API key) are stored in AWS Secrets Manager. See deploy/task-definition.json for the full configuration.

Project Structure

servicenow-mcp-agent/
├── pyproject.toml                          # Package metadata, dependencies, entry points
├── Dockerfile                              # Container image for HTTP server
├── src/
│   └── servicenow_mcp_agent/
│       ├── __init__.py                     # Package version
│       ├── agent.py                        # Main entry point - agentic loop
│       ├── server.py                       # MCP server with ITSM tools (stdio transport)
│       └── server_http.py                  # MCP server with HTTP/SSE transport
├── deploy/
│   ├── deploy.sh                           # AWS ECS Fargate deployment script
│   └── task-definition.json                # ECS task definition template
├── scripts/
│   └── seed_sample_data.py                 # Seed ServiceNow with sample KB + Change data
├── .env.example                            # Environment variable template
├── .env                                    # Your credentials (git-ignored)
└── .gitignore

License

MIT